Associate Technology Support Technician

Key Responsibilities:
Provides first level support to resolve problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly)
Analyzes and prioritizes incoming requests
Attempts to resolve problems by applying documented solutions
Routes problems as necessary to appropriate resource (e.g., support team, vendor)
Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system
Provides status updates
Performs documented break/fix repairs on PCs, thin clients, printers, servers, mobile devices, handheld devices, and software applications
Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary

Minimum Qualifications:
High school diploma or equivalent
Completion of coursework or program focused on relevant technology related skills (e.g., technology related college coursework, bootcamp, certification program, technology academy)
Experience in customer service

Preferred Qualifications:
Associate degree in Computer Science, CIS, or related field
1 year of experience providing first level support for IT systems in a corporate setting, including diagnosing, troubleshooting, and resolving incidents
1 year of experience working with defect or incident tracking software
1 year of experience in software installation and support
1 year of IT experience in the retail industry